Customer Success Manager

Description

About the Role

The Customer Success Manager – AI & Customer Success is responsible for managing strategic customer relationships, driving product adoption, improving retention, and identifying growth opportunities across a portfolio of customers. This role combines traditional customer success responsibilities with a modern, AI-enabled approach to customer engagement, operational efficiency, and data-driven decision making.

Experience Required

2–5 years of experience in Customer Success, Account Management, SaaS Consulting, Customer Experience, or related client-facing roles.

Key Responsibilities

• Manage and grow strategic customer relationships across assigned accounts and Territories.
• Drive product adoption, customer engagement, retention, and customer satisfaction initiatives.
• Develop customer success plans aligned to customer business objectives, adoption goals, and measurable outcomes.
• Serve as a trusted advisor and primary customer advocate throughout the customer lifecycle.
• Lead onboarding, implementation support, and adoption initiatives for new and existing customers.
• Utilize AI-powered customer engagement tools, CRM systems, and automation platforms.
• Leverage customer analytics, health scores, and usage trends to identify risks and growth opportunities.
• Partner with Product, Engineering, Sales, Marketing, and Support teams to improve customer outcomes.
• Support executive business reviews, customer presentations, and strategic account discussions.
• Manage renewals, retention strategies, and churn reduction initiatives.
• Identify expansion, upsell, and cross-sell opportunities aligned with customer goals.
  
  

Qualifications & Skills

• Strong understanding of SaaS customer lifecycle management, adoption strategies, customer health metrics, retention, and renewals.
• Experience working with AI-enabled tools, automation platforms, CRM systems, or customer intelligence technologies.
• Proven ability to manage strategic customer relationships and executive-level stakeholder communication.
• Experience partnering cross-functionally with Product, Engineering, Sales, and Support organizations.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
• Excellent communication, presentation, relationship management, and problem-solving skills.
• Ability to thrive in fast-paced, evolving environments with strong ownership and accountability.
• Knowledge of one foreign language is an added advantage French, Spanish, Japanese, Korean and Chinese.